Integration Interfaces

The following changes have been made in the RESTful and integration interfaces.

Restful Configuration Interface (RCI)

  • You can now search users with specific certificates.
  • The following new fields are now available in the GET, PUT, and POST requests:
    • Phone queues: forwardNumber
    • Users: mobile, forwardNumber, title, and location

      When you update a user, all the fields need to be present. IDs: SCC-189, SCC-133, SCC-190

  • The copyFromId query parameter has been added for copying users or queues.
  • The /templateCompany resource has been added for creating several logical companies within a single system.
  • The countryCode field has been added to queues queries used for adding, fetching and updating extensions.
  • You can now import content to your system using RCI. Import supports file types .txt, .csv, .xls, and .xlsx.
  • You can assign a user to a user group with the query parameter userGroupId using the POST request in the /users resource.
  • The field recordingMode is available in the POST requests for the /users resource.
  • You can change user settings template values with the resource /userSettingsTemplates. This can be used only for settings that are supported in Communication Panel.
  • RCI now supports deleting disruption events. You can filter which events are deleted using the eventType parameter:
    • all or empty: All disruption events are deleted.
    • onlyAdhoc: Disruption events where ActiveFrom is not set AND ActiveTo is not set are deleted.
    • onlyScheduled: Disruption events where ActiveFrom is set OR ActiveTo is set are deleted.

  • To fetch result sets in pages ordered by ID, the GET request of the /users resource has now a new query parameter cursor.

  • RCI has a new resource for controlling emergency locations.

Restful Outbound Campaign Interface (OBI)

OBI has a resource to add list of customers to a campaign: /campaigns/{campaignId}/customers/list. To prevent performance issues, the recommended number of new customers in a single request is 100. However, since the size of the added customers is a relevant factor, the actual limit depends on your system. This means that the limit may be higher than 100. Additionally, externalId is no longer mandatory when creating new customers. This affects also the POST requests of the previous version.

The Notes field of a campaign has been added to the response of the campaigns query as remarks.

Restful Contact Management Interface (CMI)

CMI now supports:

  • POST for script results. You can use this with customer surveys when the result is received after the conversation has ended. Reporting also shows the updated results. To read read script results, use GET for the new RCI resources:/scripts and /scripts/{scriptId}.

  • adding attached data to an ended conversation with a POST request.

The GET request of the /contacts resource in CMI also retrieves:

  • conversation details (details).
  • a customer's display name (customerName). This is only supported in chat channel. Note that some social chat channels don't provide customer name. For more information, see Sinch Conversation API in the System Configurator document.

Restful Monitoring Interface (RMI)

The requests GET and PUT for /agents/{agentId} and /agents/{agentId}/queues/{queueId} resources now include types serving and active.

The GET request of the /contacts resource in RMI now retrieves a customer's display name (customerName). This is only supported in chat channel. Note that some social chat channels don't provide customer name. For more information, see Sinch Conversation API in the System Configurator document.

RMI's queueStatuses and agents requests have been updated to provide information on chat capacity. For more information, see the API documentation for RMI. For more information on the feature, see Chat Capacity Shown in Agents View and Queue Status Chart.

RMI can now add an end event for a conversation. For more information, see the API documentation for RMI. For more information on the feature, see Conversation Details.

Wrap-up duration has been removed from total duration in /RI/rmi/contacts. Now Dashboard adds the wrap-up time to the total handling time. SCC-5679

Online Integration Interface (OII)

OII now loads client certificates from Local Computer / Personal store, if the SOAP_CLIENT_CERTIFICATE_PATH registry setting is not given.

The OII parameter nextstep for the consult function now supports a custom value 5. Using the value 5 means that OII starts a conference in CDT before making a new outgoing call, and no parties are put on hold while starting the conference call. ID: 509357 2022

You can now prevent OII from checking mandatory script questions or callback call result. This enables agents to use only SAP CRM IC. For more information, see the OII document.

Communication Panel Third-Party Extension Messaging API

You can now define a Visible A Number for an outgoing phone call.

There is additional support for controlling call recordings via API for the following states:

  • startRecording
  • stopRecording
  • hold
  • unhold
  • mute
  • unmute

Communication Panel Third-Party Extension Messaging API now allows inserting attached data to a conversation while transferring the conversation. For more information, see the API documentation.

Restful Directory and Presence Interface (DPI)

The query parameter sourceId of the /entries resource now supports multiple values.